Customer Service Representative

MAIN PURPOSE OF JOB

The Customer Service Representative will provide customer service and support to customers, and successfully interacts with other internal departments to resolve inquiries.  The CSR processes orders in an accurate and timely manner, and facilitates internal review of capacity and materials availability.  The ideal candidate will have outstanding interpersonal skills, strong organization skills, be detail oriented and possess superior problem-solving skills.

MAIN JOB DUTIES / RESPONSIBILITIES

  • Responsible for receiving and processing telephone/email/fax requests from customers to provide medical devices
  • Responsible for obtaining all pertinent intake information to enter orders accurately and efficiently
  • Maintain working relationships with customers via email/phone correspondence
  • Develop and maintain knowledge of products offered in order to promote efficient communication with customers
  • Keep updated on basic computer functions and/or changes for the Customer Service area, such as placing orders, invoicing orders, updating account information and adding new customers
  • Determine customer promise date through interaction with site Master Scheduler and Operations team, with focus on plant capacity and material availability
  • Addresses customer requests, complaints and issues regarding their order and delivery in a timely manner
  • Collaborates with other departments to coordinate activities and maintain a high level of customer service
  • Other duties as assigned
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JOB QUALIFICATIONS

KNOWLEDGE/EDUCATION

  • High school diploma required
  • Strong computer skills, including MS Office Suite, required
  • Basic understanding of ERP/MRP principles preferred
  • APICS certification a plus

JOB EXPERIENCE

  • 1 year previous customer service experience (internal or external)

SKILLS/COMPETENCIES

  • Quick learner; sharp, flexible thinker
  • Comfortable talking to customers over the phone, excellent telephone etiquette
  • Ability to work with people and keep a positive attitude in challenging situations
  • Attention to detail & strong organizational skills

PHYSICAL REQUIREMENTS

  • Will constantly use hands while keyboarding to access computer
  • Will constantly sit at desk accessing computer and while talking on the telephone
  • Will occasionally stand and walk within office area and to and from various buildings at the facility site

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ABOUT VIANT

At Viant, we focus on providing end-to-end solutions for medical device OEMs. Our deep materials expertise—combined with our experience in engineering, manufacturing, assembly, packaging, and sterilization—allows us to bring our customers’ healthcare solutions to market. We have facilities across the U.S. and around the world, including low-cost facilities in Costa Rica, China, Mexico, and Puerto Rico. Viant provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state, and local laws. Viant complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.